Learning About User Expectations — The Hard Way
So, you ever thought you had something pretty well figured out, only to have it turn around and bite you in the butt with very sharp teeth?
That happened to me last Friday, when I sent out the approximately one billionth email action alert I’ve had the privilege to distribute to an activist list, in this case for NET. What went wrong? Well, historically we’ve presented our activists (about 17,000 — a relatively small list) with a pre-written message in our grassroots action system, so that all they have to do is push a button to attach their name to it and send it to the relevant decision-maker(s). Of course, we’ve encouraged our folks to re-write the message in their own words, but almost nobody does (fewer than 10% of people do, according to vendors I’ve spoken with before).
2 comments March 26th, 2007 Trackback Bookmark on del.icio.us
